In late 2018, the Gateshead Health and Care System Group identified overlaps, gaps and other serious problems with how the support system for people with multiple and complex needs (MCN) was operating around the borough.

This report articulates the findings and recommendations of research that uncovered the reality of the system, which intends to support people with MCN in Gateshead. A system that is set up in the same way as systems in many different localities and contexts across the UK.

The report was conducted by the Collective Impact Agency, Goodlabs, Helmepark and Fulfilling Lives Newcastle Gateshead core partners including Oasis Community Housing. It is named after its primary recommendation; that is, that the Gateshead system commits to doing what is necessary to transform itself into a system that puts people at the heart.